Documentation
Guides for running support in Protodesk.
Connect channels, invite your team, configure AI triage, understand credits, and safely roll out auto-resolve.
Understanding AI creditsWhat a credit is, how many you get per plan, when to top up, and what happens when you run out.
AI triage — how it works and how to tune itAuto-labeling, priority detection, and team routing that runs on every inbound ticket in under a second.
AI auto-resolve — setup and guardrailsLet AI answer routine questions from your knowledge base, with a 7-layer guardrail so it never hallucinates a policy.
AI Assist — context and reply assistTicket context, grounded articles, suggested next actions, and editable reply drafts — inside every ticket.
Webhooks and APIProtodesk's webhook events and REST API. Available on Pro and above. Authentication, event payloads, rate limits.
Connect your support emailTwo options — email forwarding or Gmail forwarding. Pick the one that fits your stack.
Connect WhatsAppTwo paths — official WhatsApp API or QR scan device linking. Set up, receive messages, send replies.
Quickstart — your first ticket in 10 minutesSign up, connect your email, invite a teammate, and reply to your first customer — all in under 10 minutes.
SLA policies and business hoursDefine response-time targets per priority, team, or customer tier. Pause timers outside business hours. Escalate automatically on breach risk.
Invite teammates and assign rolesAdd members to your workspace, assign roles (Owner, Admin, Agent, Viewer), and manage seats.